Service Desk Technician - Second Line

Join Colchester Institute - Where Your Career Makes a Difference

At Colchester Institute, we believe in the power of education to transform lives and communities. As one of the region's leading providers of education and training, we are proud to offer a dynamic, supportive and forward-thinking working environment where staff can thrive and make meaningful change.

We are looking for a Service Desk Technician - Second Line to provide first and second line technical support to staff by resolving incidents and service requests. In this role, you will ensure everyone has reliable IT services, deliver excellent customer support and be the key point of contact for your team.

• Provide timely first and second line support to users via phone, email, and service desk systems. Resolve incidents and service requests in line with agreed service levels.
• Log, prioritise, and manage incidents and service requests accurately within the ITSM system. Ensure issues are resolved or escalated appropriately.
• Create, modify, and disable user accounts and permissions in line with security policies. Support password resets and access-related requests.
• Install, configure, and troubleshoot desktops, laptops, peripherals, and mobile devices. Support standard operating systems and approved applications.
• Provide remote assistance to our satellite sites from our main Colchester site and, where required, onsite technical support. Ensure minimal disruption to users and services.
• Create and maintain clear documentation and knowledge base articles. Promote self-service and consistent issue resolution.
• Deliver a professional, customer-focused service at all times. Communicate clearly with users regarding progress and resolutions.
• Escalate complex issues to third-line teams when required. Work closely with other IT teams to resolve recurring problems.

• Knowledge of working with an IT Service Management tool. Current Service desk experience. Experience in a customer service role. Experience with M365 environments.

• BTEC level 2 or CompTIA A+ core 1 & 2

Why join us? At Colchester Institute, we value our staff and invest in their growth. Joining us means becoming part of a vibrant community dedicated to excellence in education and training. If you are passionate about making a difference and inspiring the next generation, we would love to hear from you.

We do not engage with recruitment or search agencies unless they have been officially contracted in line with our PSL.

We reserve the right to bring forward the closing date of the advert should we receive a sufficient level of interest.